MARKETING RESEARCH – AUSTRALIA

The 2018, 8th Annual Roy Morgan Customer Satisfaction Awards: Telecommunications and Utilities Winners

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Mar-19

Australia’s most satisfying home phone, mobile phone, internet, and utilities service providers were recently announced at the 2018 Roy Morgan Customer Satisfaction Awards. Optus is the Home Phone Service Provider of the year, with six monthly awards, while Virgin Mobile was named Mobile Phone Service Provider of the year, also with six monthly wins. Meanwhile, iiNet has been named Internet Service Provider for a fourth consecutive year and the Apple iPhone took out the award for Handset Provider for an eighth consecutive year. Red Energy took out the award for Electricity Provider for a fourth successive year, while Kleenheat is the Gas Provider of the year.

CORPORATES
ROY MORGAN LIMITED, SINGTEL OPTUS PTY LTD, VIRGIN MOBILE (AUSTRALIA) PTY LTD, IINET LIMITED, APPLE PTY LTD, RED ENERGY PTY LTD, KLEENHEAT GAS PTY LTD

Wonder Woman on top and Captain Marvel one to watch

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Mar-19

A Roy Morgan Young Australian Survey has found that Wonder Woman is the favourite superhero for kids aged 6-13. An estimated 394,000 kids picked Wonder Woman as their favourite superhero in the year to December 2018, up 137,000 from the previous year. Wonder Woman’s biggest supporters are unsurprisingly young girls, picked by 383,000 girls in 2018, up 131,000 from a year ago. However, Wonder Woman has yet to win over the boys, picked by only 11,000 boys. Roy Morgan CEO Michele Levine says Wonder Woman’s appeal as a leading superhero is growing and with Captain Marvel opening in Australia this week, ‘Female-centred’ superhero films are a new growth area for film makers looking to cash in on the appeal of ‘Female-led’ movies.

CORPORATES
ROY MORGAN LIMITED

Google Play/YouTube Music news streaming to shake up media

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Mar-19

A Roy Morgan Single Source survey shows that over 5.4 million Australians now use music streaming services available via websites or apps. Spotify is the clear industry leader, used by nearly 3.6 million Australians in an average week (around four times the size of SoundCloud, which is used by around 900,000 Australians in an average week). Although Google Play Music (used by over 660,000 Australians), and the newer YouTube Music (used by nearly 600,000 Australians) do not capture a huge market share at this time, there are clearly strong prospects for growth as both services introduce news capabilities. At a combined level over 1.1 million Australians use either Google Play Music or YouTube Music in an average week. Roy Morgan CEO Michele Levine says the announcement by Google that it will soon be streaming news via its Google Play Music streaming service presents yet another challenge to the revenue models of traditional media channels including TV, radio and newspapers.

CORPORATES
ROY MORGAN LIMITED, SPOTIFY LIMITED, SOUNDCLOUD, GOOGLE PLAY MUSIC, GOOGLE INCORPORATED, YOUTUBE MUSIC, YOUTUBE INCORPORATED

Mortgage customers more satisfied dealing with banks than mortgage brokers

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Mar-19

A Roy Morgan Single Source survey for the six months to January 2019 shows that home loan customers who obtained their loan in person at a bank branch had a satisfaction rating of 77.2%, compared to 75.1% for those who used a mortgage broker. Dealing in person with a mobile bank representative had the highest level of satisfaction, at 80.6%. It is important to note that even among more recent home loans (held for under six years), satisfaction with going to a branch to obtain the loan was 79.8%, compared to 77.7% for mortgage brokers. Among the largest home loan banks, St George has the highest satisfaction with loans obtained through mortgage brokers (83.9%), closely followed by Bankwest (81.0%). Satisfaction among those obtaining their home loan through a branch was the highest for Bendigo Bank with 89.6%, well ahead of St George on 79.6%. The Single Source survey is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 12,000 mortgage holders.

CORPORATES
ROY MORGAN LIMITED, ST GEORGE BANK LIMITED, BANKWEST, BENDIGO BANK

Roy Morgan Customer Satisfaction Awards 2018: Australia’s most service-oriented retailers announced

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Mar-19

The winners of the 14 retail categories in the Roy Morgan 2018 Customer Satisfaction Awards include a mix of first-timers and veterans. Kmart (Discount Department Store of the Year), Discount Drug Stores (Chemist/Pharmacy of the Year) and Ikea (Furniture/Electrical Store of the Year) are among the first-time winners. Among the repeat champions were Foodland (Supermarket of the Year), Myer (Department Store of the Year), Bunnings (Hardware Store of the Year), Rebel (Sports Store of the Year) and The Reject Shop (Discount Variety Store of the Year for the seventh year running).

CORPORATES
ROY MORGAN LIMITED, KMART AUSTRALIA LIMITED, DISCOUNT DRUGSTORES PTY LTD, IKEA TRADING PTY LTD, FOODLAND AUSTRALIA LIMITED, MYER HOLDINGS LIMITED – ASX MYR, BUNNINGS GROUP LIMITED, REBEL SPORT LIMITED, THE REJECT SHOP LIMITED – ASX TRS

Mobile banking highest customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Mar-19

Mobile banking is the most rapidly growing banking channel, and this is supported by the fact that it has the highest customer satisfaction. In January 2019, satisfaction with mobile banking users was 89.3% and higher than internet banking (87.7%), branches (85.2%), personal banker/advisor (81.2%) and phone banking (77.2%). Mobile banking is now used by 44.7% of Australians in an average four-week period, compared to only 22.9% who use branches. All four of the major banks’ customers have higher satisfaction with their mobile banking compared to those using branches. Internet banking users also have higher satisfaction than those using branches, but on average remain a little below that of mobile bankers. These are some of the latest findings from Roy Morgan’s ‘Service Satisfaction Report-Consumer Banking Market January 2019’. This report is based on data collected from Roy Morgan’s Single Source survey, which involves in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED

Industry Superannuation Funds increase lead in satisfaction with performance

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Feb-19

New research by Roy Morgan shows that members’ satisfaction with the financial performance of industry superannuation funds was 62.1% in the six months to January 2019, compared with 57.3% for retail super funds. Satisfaction with retail funds was 1.6% below that of industry funds in 2018, and this gap has now increased to 4.8%. Eight of the top 10 performing super funds, based on satisfaction with their financial performance, were industry funds in January 2019. The highest rating was for Catholic Super (72.1%), followed by Unisuper (70.8%). The only two retail funds to make it to the top 10 were Macquarie (65.9%) and Colonial First State (60.4%). These results are from the newly released Roy Morgan ‘Satisfaction with Financial Performance of Superannuation in Australia January 2019’ report. The data in this latest report represents some of the findings from Roy Morgan’s Single Source survey, which is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 30,000 with superannuation. Results presented here are based on interviews conducted in the six months to January 2019.

CORPORATES
ROY MORGAN LIMITED, CATHOLIC SUPER, UNISUPER LIMITED, MACQUARIE SUPERANNUATION, COLONIAL FIRST STATE SUPER

Slowdown in giving to charity a major issue

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-19

A Roy Morgan Single Source has found that 60% of Australians aged +14 donated to charity in the year to December 2018, compared with 61.8% in 2017 and 66% in 2014. In addition, the average amount donated is now $486, up only marginally from $460 in 2014 and representing a decline in real terms after allowing for inflation. The survey also shows that 70.1% of Australians aged 50-64 give to charity, ahead of those aged 35-49 (68.9%) and the 65+ age group (68.3%). These age groups are well ahead of all segments under the age of 35. The Single Source survey is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians in their homes, including over 9,000 who have donated to charity over the last 12 months.

CORPORATES
ROY MORGAN LIMITED

Cosmetics and skincare products increasingly bought online

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-19

A Roy Morgan Single Source survey has found that over 5.3 million Australian women purchased cosmetics in an average six months in the year to December 2018, compared with less than 4.8 million in 2014. The survey also shows that 42% of women who purchase cosmetics in an average six months buy from Chemists/ Pharmacies, whether in-store or online, compared with 33% four years ago. Meanwhile, 26% of women who purchase cosmetics buy any health and beauty products online in an average three months, up from 18% four years ago (including 16% who now buy cosmetics online).

CORPORATES
ROY MORGAN LIMITED

The 2018 8th Annual Roy Morgan Customer Satisfaction Awards: Banking and Finance Winners

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-19

Australia’s most satisfying banks, insurers and superannuation funds have been announced at the 8th Annual Roy Morgan Customer Satisfaction Awards. In a very difficult year for banking with the Royal Commission, declining trust, combined with disrupters, it is a major achievement to be rated the number one bank for customer satisfaction. The winner in a very crowded field has to be a strong performer, and this honour goes to Heritage Bank. For the sixth year running, the Commonwealth Bank has claimed the annual award for Major Bank of the Year, driven in particular by strength in mobile and internet banking satisfaction. People’s Choice Credit Union is again the winner in the category of Building Societies and Credit Unions, while RACT has won the General Insurer award for the fourth year in a row, with a clean sweep of the 12 monthly titles. Meanwhile, not-for-profit health fund St Luke’s Health has again won the Private Health Insurer award, while Macquarie and Catholic Super are retail and industry super fund of the year respectively.

CORPORATES
ROY MORGAN LIMITED, HERITAGE BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, MACQUARIE SUPERANNUATION, CATHOLIC SUPER